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Automatic Record Creation and Update Rule - Create Case from Email

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Posted on by Community Member Microsoft Employee

Hi,

I have the activated rule for creating case from email.

The problem is that any email coming from CRM Organization Users to the queue's specified mailbox is not processed and converted into a case.

For any other personal email addresses/shared email addresses(not owned by any CRM User), the rule works as expected.

The rule has "Create records for email from unknown senders" checked, and a running generated workflow for the case from email.

Is it possible to process emails sent from CRM Users email addresses into cases by this rule?

Thank you.

Categories:
Email
Queues and Routing
  • Vijayakumar Kenchugundu Profile Picture
    Vijayakumar Kenchug... 1,075 on at
    RE: Automatic Record Creation and Update Rule - Create Case from Email

    Andrei,

    We do have same issue. Is any update from Microsoft on your issue?

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Automatic Record Creation and Update Rule - Create Case from Email

    Sorry, wrong topic. Will keep you updated about this one. :)

    And also, i tried to access the Audit history. Nothing relevant there.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Automatic Record Creation and Update Rule - Create Case from Email

    Hi Drew,

    We contacted Microsoft support regarding this issue.

    We have more than 140k jobs in progress, and the root cause may be the CRM async service.

    As it is a Microsoft server, we are waiting for them to restart the async service. Will keep you updated.

    Thanks,

    Andrei.

  • Suggested answer
    Drew Poggemann Profile Picture
    Drew Poggemann 9,079 on at
    RE: Automatic Record Creation and Update Rule - Create Case from Email

    Hi Andrei, do you have relationship insights enabled? Maybe the activity is not being created initially in the right queue?  Maybe turn on auditing and check what is happening there?

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Automatic Record Creation and Update Rule - Create Case from Email

    Hi Drew,

    The same lack of case creation from email happens when the user sends the email via Outlook (CRM User email).

    Thank you,

    Andrei

  • Suggested answer
    Drew Poggemann Profile Picture
    Drew Poggemann 9,079 on at
    RE: Automatic Record Creation and Update Rule - Create Case from Email

    Hi Andrei,

    Is this email being created in Outlook or in Dynamics 365?  I think the problem is that the Case Creation Rules are basically a workflow that is triggered by the Creation of the Activity (Email).  I am thinking the challenge would be when the record is being created in Dynamics 365 and then sent to the queue right?  Does this happen even when created from Outlook?

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